Customer Service Rep II

Company: Chesapeake Utilities Corporation
Location: Wilmington
Posted on: January 25, 2023

Job Description:

DescriptionCUSTOMER SERVICE REPRESENTATIVE II
Location: Wilmington, NC
Assist customers in an office environment. in an efficient and courteous manner either by accepting payment and resolving customer inquiries. Monitor computer functions and perform data entry. Perform other duties as assigned and assist with customer service related activities for the District office. Maintain good customer relations and ensure that company and departmental procedures are followed. Keep abreast of any changes in documentation requirements, methods of payments and reconciliation of accounts and additional tasks as assigned by the District Manager.
PRIMARY RESPONSIBILITIES

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• Assist customers in person
  
• Understand and communicate Company programs, as they pertain to specific customer situations and be able to use the programs to attract and maintain quality customers.
  
• Prepare work orders for billing.
  
• Collect and reconcile cash.
  
• Prepare daily reports and bank deposits.
  
• Calculate bulk delivery tickets.
  
• Prepare work orders to be dispatched to operational personnel.
  
• Print, reconcile and distribute reports and calculations.
  
• Perform other related functions as assigned by the District Manager or Customer Service Manager.
  
• Respond to customer inquiries in a friendly, courteous and professional manner.
  
• Charge customer accounts for services rendered such as deliveries of propane, labor and parts.
  
• Verify information on work orders is correct and accurate.
  
• Issue credits and adjustments when necessary.
  
• Review figures to ensure proper accounts are being charged and billing is correct.
  
• Reconcile daily payments that are received through the mail and cash drawers.
  
• Prepare all daily work into batches and enter into the computer.
  
• Prepare daily cash reports to be sent to the Corporate Accounting.
  
• Reconcile all cash taken daily and prepare bank deposits.
  
• Calculate and reconcile the gallons delivered on the bulk drivers settlement sheet on a daily basis.
  
• Receive and transmit information to and from service, installation and delivery personnel.
  
• Enter any changes on customer's accounts:
  
• Edit for accuracy, Post transactions to proper accounts, Calculate and print as required:
  
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  • Sales Journals Cash Receipts Finance Charges Disconnect Notices
    
  • Pricing Tables M-T-D Gallon Sales Aged Trial Balance Miscellaneous Reports
    
    
    
  • Print month end reports and distribute to all applicable personnel.
    
  • Calculate and maintain accurate finance agreements.
    
  • Prepare credit history checks for prospective customers.
    
  • Maintain customer and vendor files and store batches and reports.
    
  • Type correspondence.
    
  • Attend training seminars.
    
  • Order office and computer supplies.
    
  • Keep abreast of all rate changes and ensure proper billing
    
  • Ensures that routine reports (month end and others) are reviewed and completed within the set deadlines.
    
  • Maintains good customer relations.
    
  • Interprets, monitors and implements company policies, as they pertain to customer service.
    
  • Preparation of accounts to be turned over to internal collections
    
  • Involvement with Public Assistance Programs.
    
  • Interviews customer to determine eligibility for Public Assistance program and recommends a referral.
    
  • Monitors and initiates all collection and disconnections.
    
  • Maintains and processes deposits.
    
  • Verify all new deposits daily and Verify all refunded deposits.
    
  • Run a tape of all deposits to agree with report total daily.
    
  • Monitors and processes changes in budget billing.
    
  • Review budgets to determine the need for increasing budget amounts.
    
  • Assist in preparation of the customer budgets.
    
  • Determination of any new equipment or people necessary to enable department to run more efficiently.
    
  • Monitor and manage expenses to stay within budgetary constraints.
    
  • Review daily billing schedule and ensure it is completed and mailed. Ensure data base receivable is proved daily.
    
  • Evaluate requirements for personnel, materials, supplies as they relate to the office and make recommendations to the District Manager or Customer Service Manager.
    
    ADDITIONAL RESPONSIBILITIES
    
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    • Carries out responsibilities in accordance with the organization's policies and applicable laws.
      
      
      KNOWLEDGE & SKILL REQUIREMENTS
      
      • 
        
      • PC experience mandatory.
        
      • Excellent customer contact skills. Excellent supervisory skills. Collection techniques. Strong organizational skills.
        
      • High school graduate or equivalent.
        
      • Detail oriented and experience in computer processing helpful. Working knowledge of basic office equipment/machines. General understanding of office procedures and good public relation skills. Operation of at least PC programs (Lotus 123 or Excel, and one word processing program; Microsoft Word or Word Perfect.) Public speaking ability.
        
        COMPUTER SKILLS
        
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        • Ability to create, customize and apply intermediate Microsoft Word and Excel skills to many variable spreadsheets and office documentation. Intermediate Windows skills required to navigate, store and apply filed folder management, and general software applications.
          
          LANGUAGE SKILLS
          
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          • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Must have good telephone communication skills.
            
            MATHEMATICAL SKILLS
            
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            • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
              
              WORK EXPERIENCE REQUIREMENTS
              
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              • One to Three Years
                
                EDUCATION REQUIREMENTS
                
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                • High School Diploma or Equivalent
                  
                  WORKING CONDITIONS
                  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
                  
                  • 
                    
                  • The noise level in the work environment is usually moderate.
                    
                    Chesapeake Utilities Corporation is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability that need assistance applying for a position may email human_resources@chpk.com or Ruth Warner, Director, Human Resources Operations at rwarner@chpk.com.Qualifications
                    BehaviorsTeam Player - Works well as a member of a group
                    Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well
                    EducationHigh School (required)
                    Experience1 - 3 years: Customer Service (required)
                    Skills
                    • Customer Service (required)
                      
                      Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
                      
                      The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Chesapeake Utilities Corporation, Wilmington , Customer Service Rep II, Sales , Wilmington, North Carolina